mRelief recently completed a research study to investigate whether there are specific parts of the Supplemental Nutrition Assistance Program (SNAP; also known as food stamps) benefits application process that make it difficult to complete. We conducted interviews with mRelief users and SNAP outreach workers (individuals whose job responsibilities include providing SNAP application assistance in person or over the phone) in Illinois. We also conducted group interviews with SNAP outreach workers to collaborate with them to uncover findings and develop recommendations.
The report highlights a project to improve the Philadelphia Office of Homeless Services' (OHS) prevention and intake processes by implementing trauma-informed practices. In collaboration with staff, participants, and trauma experts, the project aimed to reduce distress for those accessing services while equipping staff with tools and training to better manage trauma-related interactions, creating a more supportive and empathetic service environment.
City of Saint Paul's website for community members to sign up to participate in paid research opportunities in order to test and provide feedback on the design of digital services and products.
Based on user interviews with families across the United States who navigated the Medicaid renewal process, this report offers insights and recommendations for improving the experience of renewing Medicaid and other benefits.
Nava built flexible and reusable software and design components to make it easier for Vermonters to access their benefits. These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This course gives participants a substantive overview of the human-centered design framework and offers opportunities to practice applying concepts from the course to your work.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
The New York State Customer Experience (NYX) Strategy is a comprehensive plan aimed at transforming state government services to be more efficient, accessible, and responsive to the needs of residents.
